Senior Manager
Sistema Shyam Teleservices Ltd
مجموع سنوات الخبرة :24 years, 3 أشهر
Looking after complete Customer Life Cycle Management with four stages of acquire, glow/stimulate, manage and reclaim.
Customer Prospecting: Lead Generation, Lead Profiling and Lead Management.
Customer Acquisition: Looking into telemarketing, inbound and outbound sales, field pick-up and order verification.
Activation & Order Processing: Order Processing, Order Status, Billing Enquiries, Account Management.
Cross Sell/Upsale: Penetration other product line, upgradation of existing services, cross sell packages.
Call Centre management with major BPOs aligned with the company.
Co-ordination with sales and retail channels for all non-payment issues.
Looking into the claw back process for DST and retail channels.
Settlement of customers through recovery mode against NOC letters.
Attending arbitration, reconciliation and Lok Adalat in courts for customer settlements.
Attending walk-in customers for debt settlement against NOC.
Assignment of credit limit and trust category against the plan taken and monitoring the same for increment or decrement of the limit assigned.
Credit verification of customers through CIBIL as a pre-requisite for postpaid sale.
Inbound process for customer complaint, query and resolution management and outbound process for welcome call, health check call, first bill explanation call, collection and retention calling management.
Countering attrition in call centres through regular training programmes and on the spot and month recognition of agents.
Tracking of daily MIS on agent calling data, repeat calls for complaints, queries and resolutions.
Customer Care/Maintenance: Issue resolution, customer contact management, issue reporting and tracking.
Retention Management: Welcome calls, affinity programs, customer surveys and third party verification.
Collections: Reminder calls and post charge of recoveries.
Managing complete postpaid revenue generation process for voice and data card customers circle for B2B and B2C.
Managing Debt Recovery through special attention of case assessment, pre-litigation advice, friendly negotiation and candid analysis of the relative risks and rewards of the litigation.
Handling debt recovery agencies in Delhi & NCR areas for amicable negotiation with customers for payments for all eight billing cycles in a month.
Ascertaining Legal negotiation and action & coordinating with legal cell for all the police complaints & legal notices issued to the customers for debt recovery.
Managing complete backend operations for the issuance of all the NOC letters, CDRs, CAFs & bills required by the agencies for amicable debt recovery solutions.
Coordinating with backend for all the adjustments, waivers passed & NFAs raised for settled cases.
Handing HRB (Handset Retrieval Business) through recovery of walky handsets from churned customers
Looking into all the CRM, Arbor, and Kenen FX, Metasolv, BP Report activities for customer service delivery.
Adhering to the SLA time for closure of all the complaints & issues raised both for Tech. and Non-Tech complaints by the customers.
Handling Fraud Management System (FMS) for all retail and corporate customers. Handling' risk management for internal and external processes.
Warehousing management for all Handset Retrieved from customers for refurbishment.
Complete management of warehousing all walky’s retrieved from customers every month through updation of records in FIS Inventory System.
Carrying out logistical audit for all walky’s retrieved in agency premises and ensuring of their submission at warehouse as a monthly activity through SRN note.
Driving Corporate & Non-corporate collection & debt recovery for B2B process.
Handled total of 250 corporate accounts with a monthly revenue generation of Rs.3.50 crores.
Bill delivery for all corporate on time as per the billing cycles.
Complete MIS generation activity for all collection related activities through backend management.
Gauge RA health, chart RA roadmap and seek guidance on improving performance and maturity.
Get right down to the problem areas with the help of visual RA.
Get root causes of leakages easily thereby increasing productivity by more than 90%
Recover revenues faster.
Build a knowledge repository to enable knowledge sharing.
Well-articulated performance dashboard to deliver end-to-end visibility of the revenue chain's health in real time which helps in accurate data analysis.
Make decisions on the move, as the solution is mobile device enabled.
Evolve the solution easily to match the dynamic environment without any dependence on IT
Quickly identifying areas of potential leakage.
Counter the problem before launching a new service.
Driving the portfolio of Corporate & Non-corporate collection & Debt Recovery for all leased line customers.
Ensuring Bill delivery in Delhi and NCR on time to pay their dues on time.
Maintaining high customer satisfaction scores by timely resolutions of complaints & issue escalations.